Dagang NeXchange Berhad Annual Report 2019

SUSTAINABILITY REPORT DAGANG NeXCHANGE BERHAD 88 Customer Satisfaction At DNeX, we engage and serve more than 35,000 customers through our team of experienced and dedicated staff. To ensure that our customer’s expectations are met and surpassed, we are constantly working on enhancing our customer experience. We continually invests in employee training to ensure a positive customer experience across all touch points of our operations. Efforts to improve customer experience • On-going training programmes for skill enhancements and certification for industry-imperative skills such as Information Technology Infrastructure Library ("ITIL") and Help Desk Certifications. • Added a new channel for customer service – online chat in 2019, where we are no longer omnichannel in terms of customer service ( 24 x 7 ) . • We further improved our interactive voice response for phone channel with a self-service feature whereby customers may help themselves in regards to billing and registration enquiries. • Added a self-service feature via Dagangnet portal to ensure improved turn-around time. Through this improvement, customers can perform administrative processes or add on product(s) easily by themselves within 15 minutes. • We embarked on ISO 18295, a certification of Customer Contact Centre that specifies requirements and guides in-house and outsourced customer contact centres. Meanwhile, as one of the two appointed service providers for uCustoms, we have also put in a lot of concerted effort to improve customer engagement, and we are pleased to share that 79% of our customers are satisfied, and rated our customer engagement channels as a good platform for information sharing. As a responsible organisation, we also conduct regular Customer Satisfaction Index survey to measure our customer satisfaction levels with our service delivery, and how satisfied our customers are with our products. In fiscal 2019, our index results showed an improvement, where an average 28% of participants have observed continuous improvements for service delivery and products, and 5% improvement on turn-around time. As a testament to our dedication and commitment to quality service, we have also retained our Customer Support Management Scheme from SIRIM for 3 years in a row and will continue to ensure improvement efforts are in place. Customer Privacy and Data Protection We take our responsibilities in protecting the privacy and security of data entrusted to us very seriously. This includes securing the confidentiality of our customer's personal communications, respecting their permissions and preferences, and protecting and securing other customer information. We have pledged to protect all personal data in respect of commercial transactions that relates directly or indirectly to our customers, which was collected, processed and retained by Dagang Net, under our Privacy Policy. The Privacy Policy was formulated pursuant to the Personal Data Protection Act ("PDPA") 2010 in Malaysia. We are also ISO 27001:2013 certified for Information Security Management System.